Customer Services Representative - Infringements

I-Kan; City of Melbourne; On-site; AUD 50,000 - 65,000; Full time

Benefits offered by this job

Employee recognition program

Flexible work arrangements after prob​

Discounted parking

Values-led culture

Job summary

Orikan in Docklands, Melbourne, is seeking a Customer Service Representative to handle inquiries related to parking infringements. You will be the friendly, knowledgeable first contact, delivering clear information and guiding customers through their options with empathy.

This role offers both full-time and casual shifts. You’ll log call summaries in the CRM, navigate legislation, advise on rights and obligations, and support diverse stakeholders while maintaining privacy and professional

Qualifications

• Monday to Friday roster 8am–7pm AEDST, shifting to 8am–6pm after daylight saving.
• Strong customer service orientation and genuine desire to help.
• Excellent written and verbal communication skills.
• Professional phone manner, especially with distressed clients.
• Well-developed negotiation, problem-solving, and decision-making abilities.
• Confidence using multiple computer systems simultaneously.
• Energetic, enthusiastic, and able to work independently.
• Previous call centre experience is a must.

Responsibilities

• Deliver professional, accurate, and timely customer service in line with policies, procedures, and privacy.
• Facilitate debt clearance by offering payment options and encouraging resolution of infringement notices.
• Advise the public on their rights and obligations under relevant Acts.
• Provide guidance on Council processes to stakeholders including financial counsellors, caseworkers, solicitors, police officers, and staff.
• Accurately record call summaries in the CRM to maintain detailed case histories.

Skills

Customer service

Communication

Phone demeanor

Negotiation

Problem-solving

Decision-making

Tech proficiency

Independent worker

Call centre experience

Tools

CRM systems

Job description

Introduction

About Orikan

Orikan is a world-class provider of a complete range of parking technology solutions that support real communities. From meters, maintenance and sensors to infringement management, digital permits, smart payment applications, compliance and analytics: we provide a one-of-a-kind, industry-leading suite of services and solutions.

Join a forward-thinking team at Orikan, a leader in integrated technology solutions for smarter cities.

Description

Join a forward-thinking team at Orikan, a leader in integrated technology solutions for smarter cities.

About the Role:

We’re hiring for full-timeand casual positions - if you're building your career or balancing other commitments, we’ve got a role that fits your lifestyle!

As a Customer Service Representative, you’ll be the approachable and knowledgeable point of contact, assisting with enquiries related to parking infringements

You’ll provide accurate, courteous, and informative support to help customers navigate challenging situations with clarity and confidence.

If you love problem-solving, interpreting regulations, and offering clear guidance, this is your chance to shine—whether you're seeking a stable full-time role or the flexibility of casual work.

Key Responsibilities:

• Deliver professional, accurate, and timely customer service in line with policies, procedures, and legislative requirements (including privacy)
• Facilitate debt clearance by offering relevant payment options and encouraging resolution of infringement notices
• Advise the public on their rights and obligations under relevant Acts
• Provide guidance on Council processes to a wide range of stakeholders including financial counsellors, caseworkers, solicitors, police officers, and council staff
• Accurately record call summaries in the CRM to maintain detailed case histories

Skills And Experiences

What We’re Looking For:

• Availability across a Monday to Friday roster, between 8am to 7pm AEDST, then changes to 8am to 6pm when daylight savings ends.
• A strong customer service orientation and a genuine desire to help
• Excellent written and verbal communication skills
• A professional phone manner, especially when supporting distressed or difficult clients
• Well-developed negotiation, problem-solving, and decision-making abilities
• Confidence using multiple computer systems simultaneously
• Energetic, enthusiastic, and able to work independently
• Previous call centre experience is a must!

What’s In It For You?

Location: Docklands, Melbourne

Purpose-Driven Work: Help make communities more liveable through smarter mobility and parking equity

Career Growth: Pathways to 2IC, Team Leader, Correspondence & Client Services roles, and more!

Supportive Benefits:

• Employee recognition program
• Values-led culture with a collaborative team
• Discounted parking at DFO South Wharf
• Flexible work arrangements after probation